Sungguh masuk akal ketika sebuah tiket ditutup oleh pelanggan atau klien Anda, maka semua anggota departemen akan otomatis diberitahukan via email oleh sistem tiket Anda. Saya membuat modifikasi untuk mengimplementasikan hal ini ke dalam osTicket v1.6 ST (Stabil), termasuk pengaturan untuk mengaktifkan atau menonaktifkan fitur ini, apakah memang perlu diimplementasikan, atau suatu ketika Anda tidak membutuhkan fitur ini, sehingga dapat menonaktifkannya. Selain itu, Anda juga dapat mengatur templat isi email yang akan dikirim ketika sebuah tiket ditutup melalui pengaturan Template Email di Admin Panel. Modifikasi ini sekaligus juga menjawab pertanyaan yang terkait di Forum Diskusi osTicket.
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Pertama sekali, Anda harus mengubah struktur tabel ost_config Anda, dengan menambahkan empat field baru ke dalamnya, cukup dengan mengeksekusi skrip SQL berikut dalam database osTicket Anda. Perlu diingat bahwa dalam contoh ini, saya menggunakan ost_ sebagai awalan nama tabel. Sesuaikan awalan tabel ini jika berbeda dengan awalan tabel milik Anda:
ALTER TABLE ost_config ADD COLUMN `closed_alert_active` tinyint(1) default 0 NOT NULL, ADD COLUMN `closed_alert_assigned` tinyint(1) default 0 NOT NULL, ADD COLUMN `closed_alert_dept_manager` tinyint(1) default 0 NOT NULL, ADD COLUMN `closed_alert_dept_members` tinyint(1) default 0 NOT NULL;
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Anda juga harus mengubah tabel ost_email_template dengan menambahkan dua field baru untuk membuat templat email baru untuk menyimpan peringatan saat tiket ditutup. Cukup dengan menjalankan skrip SQL berikut ke dalam database osTicket Anda sama seperti langkah sebelumnya di atas:
ALTER TABLE ost_email_template ADD COLUMN `ticket_closed_subj` varchar(255) default '' NOT NULL, ADD COLUMN `ticket_closed_body` text NOT NULL;
- Buka file /include/staff/preference.inc.php file, lalu temukan kode berikut:
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<input type="checkbox" name="overdue_alert_dept_members" <?=$config['overdue_alert_dept_members']?'checked':''?>> Department Members (spammy) </td> </tr>
setelah baris kode tersebut, tambahkan kode di bawah ini:
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<?php // Closed Ticket Alert for Department Members, modified by Masino Sinaga, February 27, 2010 ?> <tr><th valign="top">Closed Ticket Alert:</th> <td> <input type="radio" name="closed_alert_active" value="1" <?=$config['closed_alert_active']?'checked':''?> />Enable <input type="radio" name="closed_alert_active" value="0" <?=!$config['closed_alert_active']?'checked':''?> />Disable <br><i>Admin Email gets an alert by default. Select additional recipients below</i> <font class="error"> <?=$errors['closed_alert_active']?></font><br> <input type="checkbox" name="closed_alert_assigned" <?=$config['closed_alert_assigned']?'checked':''?>> Assigned Staff <input type="checkbox" name="closed_alert_dept_manager" <?=$config['closed_alert_dept_manager']?'checked':''?>> Department Manager <input type="checkbox" name="closed_alert_dept_members" <?=$config['closed_alert_dept_members']?'checked':''?>> Department Members (spammy) </td> </tr> <?php // Closed Ticket Alert for Department Members, modified by Masino Sinaga, February 27, 2010 ?>
- Buka file /include/class.config.php Anda, dan temukan kode ini:
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function alertDeptMembersONOverdueTicket() { return $this->config['overdue_alert_dept_members']?true:false; }
setelah baris terakhir dari kode tadi, tambahkan kode berikut ini:
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// Closed Ticket Alert for Department Members, modified by Masino Sinaga, February 27, 2010 function alertONClosedTicket() { return $this->config['closed_alert_active']?true:false; } function alertAssignedONClosedTicket() { return $this->config['closed_alert_assigned']?true:false; } function alertDeptManagerONClosedTicket() { return $this->config['closed_alert_dept_manager']?true:false; } function alertDeptMembersONClosedTicket() { return $this->config['closed_alert_dept_members']?true:false; } // Closed Ticket Alert for Department Members, modified by Masino Sinaga, February 27, 2010
Temukan lagi kode yang ini:
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if($var['note_alert_active'] && (!isset($var['note_alert_laststaff']) && !isset($var['note_alert_assigned']) && !isset($var['note_alert_dept_manager']))){ $errors['note_alert_active']='No target recipient(s) selected'; }
setelah baris terakhir dari kode tadi, tambahkan kode yang ini:
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// Closed Ticket Alert for Department Members, modified by Masino Sinaga, February 27, 2010 if($var['closed_alert_active'] && (!isset($var['closed_alert_assigned']) && !isset($var['closed_alert_dept_manager']) && !isset($var['closed_alert_dept_members']))){ $errors['closed_alert_active']='No target recipient(s) selected'; } // Closed Ticket Alert for Department Members, modified by Masino Sinaga, February 27, 2010
Temukan lagi kode ini:
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',overdue_alert_dept_members='.db_input(isset($var['overdue_alert_dept_members'])?1:0).
timpa dengan kode berikut ini:
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',overdue_alert_dept_members='.db_input(isset($var['overdue_alert_dept_members'])?1:0). // Closed Ticket Alert for Department Members, modified by Masino Sinaga, February 27, 2010 ',closed_alert_active='.db_input($var['closed_alert_active']). ',closed_alert_assigned='.db_input(isset($var['closed_alert_assigned'])?1:0). ',closed_alert_dept_manager='.db_input(isset($var['closed_alert_dept_manager'])?1:0). ',closed_alert_dept_members='.db_input(isset($var['closed_alert_dept_members'])?1:0). // Closed Ticket Alert for Department Members, modified by Masino Sinaga, February 27, 2010
- Buka file /include/class.ticket.php Anda, dan temukan kode ini:
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//Close the ticket function close(){ $sql= 'UPDATE '.TICKET_TABLE.' SET status='.db_input('closed').',staff_id=0,isoverdue=0,duedate=NULL,updated=NOW(),closed=NOW() '. ' WHERE ticket_id='.db_input($this->getId()); return (db_query($sql) && db_affected_rows())?true:false; }
lalu timpa dengan kode berikut ini:
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//Close the ticket function close(){ global $cfg; $sql= 'UPDATE '.TICKET_TABLE.' SET status='.db_input('closed').',staff_id=0,isoverdue=0,duedate=NULL,updated=NOW(),closed=NOW() '. ' WHERE ticket_id='.db_input($this->getId()); //return (db_query($sql) && db_affected_rows())?true:false; // Closed Ticket Alert for Department Members, modified by Masino Sinaga, February 27, 2010 NOT FINISHED YET if(db_query($sql) && db_affected_rows()) { //echo $sql; $dept=$this->getDept(); if(!$dept || !($tplId=$dept->getTemplateId())) $tplId=$cfg->getDefaultTemplateId(); //if requested && enabled fire nasty alerts. if($cfg->alertONClosedTicket()){ $sql='SELECT ticket_closed_subj,ticket_closed_body FROM '.EMAIL_TEMPLATE_TABLE. ' WHERE cfg_id='.db_input($cfg->getId()).' AND tpl_id='.db_input($tplId); if(($resp=db_query($sql)) && db_num_rows($resp) && list($subj,$body)=db_fetch_row($resp)){ $body=$this->replaceTemplateVars($body); $subj=$this->replaceTemplateVars($subj); if(!($email=$cfg->getAlertEmail())) $email=$cfg->getDefaultEmail(); if($email && $email->getId()) { //Fire and email to admin. No questions asked. $alert = str_replace("%staff",'Admin',$body); $email->send($cfg->getAdminEmail(),$subj,$alert); /*** Build list of recipients and fire the alerts ***/ $recipients=array(); //Assigned staff... if any if($this->isAssigned() && $cfg->alertAssignedONClosedTicket()){ $recipients[]=$this->getStaff(); }elseif($cfg->alertDeptMembersONClosedTicket()){ //Alert assigned or dept members not both //All dept members. $sql='SELECT staff_id FROM '.STAFF_TABLE.' WHERE dept_id='.db_input($dept->getId()); if(($users=db_query($sql)) && db_num_rows($users)) { while(list($id)=db_fetch_row($users)) $recipients[]= new Staff($id); //possible mem issues with a large number of staff? } } //Always blame the manager if($cfg->alertDeptManagerONClosedTicket() && $dept) { $recipients[]=$dept->getManager(); } //Ok...we are ready to go.... $sentlist=array(); foreach( $recipients as $k=>$staff){ if(!$staff || !is_object($staff) || !$staff->isAvailable()) continue; if(in_array($staff->getEmail(),$sentlist)) continue; //avoid duplicate emails. $alert = str_replace("%staff",$staff->getFirstName(),$body); $email->send($staff->getEmail(),$subj,$alert); } } }else { Sys::log(LOG_WARNING,'Template Fetch Error',"Unable to fetch 'closed' alert template #$tplId"); } } return true; } return false; // Closed Ticket Alert for Department Members, modified by Masino Sinaga, February 27, 2010 NOT FINISHED YET }
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Buka file /include/staff/template.inc.php Anda, dan temukan kode yang ini:
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<tr> <th>Message Body:</th> <td><textarea rows="7" cols="75" name="ticket_overdue_body"><?=$tpl['ticket_overdue_body']?></textarea> <font class="error"> <?=$errors['ticket_overdue_body']?></font></td> </tr>setelah baris terakhir kode tadi, tambahkan kode berikut ini:
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<?php // Closed Ticket Alert for Department Members, modified by Masino Sinaga, February 27, 2010 ?> <tr class="header"><td colspan=2 >Closed Ticket Alert/Notice</td></tr> <tr class="subheader"><td colspan=2 >Alert sent to staff on closed tickets.</td></tr> <tr> <th>Subject</th> <td> <input type="text" size="65" name="ticket_closed_subj" value="<?=$tpl['ticket_closed_subj']?>"> <font class="error"> <?=$errors['ticket_closed_subj']?></font></td> </tr> <tr> <th>Message Body:</th> <td><textarea rows="7" cols="75" name="ticket_closed_body"><?=$tpl['ticket_closed_body']?></textarea> <font class="error"> <?=$errors['ticket_closed_body']?></font></td> </tr> <?php // Closed Ticket Alert for Department Members, modified by Masino Sinaga, February 27, 2010 ?>
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Buka file /include/class.msgtpl.php Anda, dan temukan kode yang ini:
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$fields['ticket_overdue_subj'] = array('type'=>'string', 'required'=>1, 'error'=>'Subject required'); $fields['ticket_overdue_body'] = array('type'=>'string', 'required'=>1, 'error'=>'Template message required');
setelah baris terakhir dari kode tadi, tambahkan kode yang ini:
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// Closed Ticket Alert for Department Members, modified by Masino Sinaga, February 27, 2010 $fields['ticket_closed_subj'] = array('type'=>'string', 'required'=>1, 'error'=>'Subject required'); $fields['ticket_closed_body'] = array('type'=>'string', 'required'=>1, 'error'=>'Template message required'); // Closed Ticket Alert for Department Members, modified by Masino Sinaga, February 27, 2010
Temukan lagi kode yang ini:
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',ticket_overdue_body='.db_input(Format::striptags($var['ticket_overdue_body'])).
lalu timpa dengan kode berikut:
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',ticket_overdue_body='.db_input(Format::striptags($var['ticket_overdue_body'])). // Closed Ticket Alert for Department Members, modified by Masino Sinaga, February 27, 2010 ',ticket_closed_subj='.db_input(Format::striptags($var['ticket_closed_subj'])). ',ticket_closed_body='.db_input(Format::striptags($var['ticket_closed_body'])). // Closed Ticket Alert for Department Members, modified by Masino Sinaga, February 27, 2010
Temukan lagi kode yang ini:
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',ticket_overdue_body='.db_input(Format::striptags($info['ticket_overdue_body'])).
lalu timpa dengan kode berikut ini:
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',ticket_overdue_body='.db_input(Format::striptags($info['ticket_overdue_body'])). // Closed Ticket Alert for Department Members, modified by Masino Sinaga, February 27, 2010 ',ticket_closed_subj='.db_input(Format::striptags($info['ticket_closed_subj'])). ',ticket_closed_body='.db_input(Format::striptags($info['ticket_closed_body'])). // Closed Ticket Alert for Department Members, modified by Masino Sinaga, February 27, 2010
Itulah semuanya! 
Setelah modifikasi tersebut berhasil Anda lakukan, maka jangan lupa (HARUS) mendefinisikan isi dari templat email yang akan digunakan untuk mengirim pemberitahuan ke staf ketika sebuah tiket ditutup. Silahkan Anda atur melalui menu: Admin Panel -> Emails -> Templates, lalu isi pada bagian Closed Ticket Alert:.
Misalnya: isikan pada bagian Subject:
Closed Ticket Alert
dan di bagian Body:, isikan templat berikut:
A ticket, #%ticket assigned to you or in your department has been closed. %url/scp/tickets.php?id=%id Thank you for your kindly cooperation so far. - Support Ticket System - powered by osTicket.
Masino,
After implementing the edits to send a notification upon closing a ticket to dept. managers, the email template appears, and I can edit the name of the notice and the edit the template’s message body. I save (successfully, according to OSTicket), but when I go back into templates to view the changes, every edit that was made disappeared.
Closed ticket notices are appearing in managers mailboxes without a subject, or message body from the closed ticket alert template…
Thanks!
Hi,
We have apply your code in our version of osticket.
It works fine. Thank you.